Customer Success Manager - Gestionnaire du succès client

May 19

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Upland Software

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SaaS • Enterprise • Productivity

Upland Software is a leading provider of AI-powered cloud software solutions that enhance business efficiency across various domains. Their products include computer telephony integration, AI-powered knowledge management, customer engagement, document automation, and marketing tools that increase revenue, reduce costs, and deliver significant value. Upland's software is used to improve contact center productivity, manage content lifecycles, optimize digital marketing, and drive sales productivity through enhanced workflows and AI-driven insights. Trusted by over 10,000 customers, Upland's solutions are designed to power enterprise digital transformation and bring immediate business outcomes.

1001 - 5000 employees

Founded 2010

☁️ SaaS

🏢 Enterprise

⚡ Productivity

💰 $115M Post-IPO Equity on 2022-07

📋 Description

• Manage a portfolio of approximately 20 strategic accounts, understanding business goals and challenges to help achieve renewal targets and long-term account growth. • Own, drive, and manage the end-to-end customer relationship, ensuring customer satisfaction, renewal, and expansion. • Define and execute success plans for maturing and expanding customer accounts by establishing and managing relationships and understanding critical success factors. • Collaborate with internal cross-functional counterparts in Sales, Product, Engineering and Professional Services to evolve, grow and mature our customers. • Maintain a highly collaborative, positive, & synergistic relationship with the customer and with internal teams to ensure quality solution delivery and support. • Senior level relationship ownership and management. • Understand clients’ business and identify opportunities for Upland to add value. • Provide leadership and insight into customer’s objectives, process and technology roadmaps. • Identify any potential risks associated to customer health and retention and communicate regularly to leadership team. • Collaborate with internal cross-functional teams to create and execute risk mitigation plans. • Facilitate multiple moving parts, resources & communication chains. • Drive enterprise subscription renewals and expansion bookings. This includes proposal development, estimates and commercial negotiations. • New opportunity (growth) identification; hand over to account executive if required.

🎯 Requirements

• Bachelor’s Degree in a relevant discipline such as Business, Technology or a related field • 7+ years relevant work experience in client-facing roles for technology companies • Experience as a commercially focused Customer Success Manager or Account Manager • At least 4 years of experience in a SaaS/Cloud product company • At least 4 years of enterprise solution delivery experience • Strong relational skills to establish Trusted Advisor relationships with large, complex Enterprise customers • Innovative and assertive, with the ability to pick up new technologies and assess situations quickly • Creative problem solver and team player • Extremely proactive, highly organized, with the ability to manage multiple tasks • Proficient in Microsoft Office (Excel and PowerPoint)